Program problems.
WHAT TO ESTABLISH
Whether it affects one user or all Whether it started after a change Whether it is reproducible
WHAT TO CHECK
Error messages, exactly Application logs System logs Whether required services are running Whether the runtime and dependencies are present
WHAT TO TRY, IN ORDER
Restart the application Restart the machine Test with a different user account Test on a different machine Repair or reinstall the application
WHY A DIFFERENT USER ACCOUNT
It distinguishes a profile or permission problem from an application problem.
WHAT THAT TEST SAVES
Hours, frequently.
WHAT TO CHECK FOR PERMISSION FAULTS
What the application is trying to access, and whether the account may.
WHAT TO CONSIDER
A recent update, to the application or the system.
WHAT TO DO ABOUT THAT
Establish what changed and when, against when the fault began.
WHAT TO RECORD
The exact error, and what resolved it.
